Cyara

Cyara Customer Experience Assurance Platform

Real-time Agent Environment Monitoring

Cyara ResolveAX

Cut agent downtime by 50% with real-time visibility into remote agent network quality issues.

Improve agent performance
Cyara ResolveAX dashboard with product icon

Cyara ResolveAX

Mitigate, diagnose, and resolve remote, hybrid, and in-office agent-environment issues.

Contact center agents serve as the frontline of customer interactions, bridging the gap between businesses and their customers. However, the rise of remote and hybrid agents, paired with increasingly complex contact center technology makes it more difficult than ever to deliver error-free, seamless CX at scale.

ResolveAX empowers cloud contact centers to see, track, manage, and resolve issues that negatively affect live calls with customers through real-time agent environment monitoring. With system health checks, automatic alerts, non-technical troubleshooting guidance, and visual dashboards, contact center teams can swiftly find and fix problems that take agents offline, tie up IT, and diminish an organization’s ability to serve customers.

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Save up to
4 hrs
of troubleshooing per agent issue

Decrease agent-related ticket submissions by
80%

Reduce agent downtime by
50%

Keep productivity high, no matter where your agents are located

ResolveAX gives contact centers complete visibility into the agent environment, ensuring consistent performance across remote, hybrid, and in-office teams. It continuously monitors call quality and network conditions, capturing critical metrics including MOS, jitter, latency, packet loss, and other key indicators of voice clarity and stability from desktop hardware to connectivity. When degradations occur, ResolveAX delivers real-time alerts and actionable insights, enabling rapid root-cause analysis and resolution. The result: fewer disruptions, faster troubleshooting, and a better experience for both agents and customers.

Smiling agent with Cyara agent environment monitoring

PINPOINT and ELIMINATE THE SOURCE OF CALL QUALITY ISSUES

With ResolveAX, you can:

  • Improve call quality and agent productivity with real-time performance data.
  • Gain comprehensive visibility into the agent environment.
  • Accelerate troubleshooting and reduce MTTR with automated alerts.
  • Reduce churn, improve CSAT, and support top-line sales objectives.
See ResolveAX in action

Testimonials

“The primary purpose of ResolveAX is for… agents to be able to start resolving issues by themselves.”

Caroline Trang

Tech product manager,
National Australia Bank (NAB)

Cyara as a service has been massively helpful.”

George Seddon

Group contact routing manager,
Vitality

“Cyara was definitely much more intuitive than the competition”

Steve Correa

Senior systems engineer
AT&T

See what people say

Resources

FAQ

Agent environment monitoring involves continuously tracking and validating the performance of all the tools, systems, and conditions agents need to do their jobs. As the frontline of millions of customer interactions, your agent performance is key to delivering high-quality CX and meeting customer expectations. However, without a comprehensive, automated solution, issues often go unnoticed in the live environment, where they erode customer trust and lead to financial, reputational, and compliance risks. This includes observability into technical KPIs like MOS, jitter, latency, and packet loss, which directly affect voice clarity and call stability.

Regardless of your agent’s location, Cyara ResolveAX can run lightweight, secure, and privacy-compliant software in the background to passively monitor live calls and the agent’s environment. This empowers you to validate performance for all in-office, hybrid, and remote agents from around the world.

As part of Cyara’s AI-Powered CX Productivity, Growth, and Assurance Platform, ResolveAX easily integrates with all CCaaS, UCaaS, CRM, and helpdesk providers.

With Cyara ResolveAX, leading global brands have realized several key benefits, including: saving up to 4 hours of troubleshooting per agent issue, decreasing agent-related tickets by up to 80%, and reducing agent downtime by up to 50%.

ResolveAX empowers teams to respond to agent environment issues immediately with automated alerts. As soon as an issue arises, your team will receive actionable insights to drive faster root-cause analysis and issue resolution.

Your agents are critical to bridging the gap, and whenever they experience an issue, it reflects poorly on your CX offerings. Issues like faulty headsets, poor internet connections, and poor voice quality lead to higher handle time, repeat calls, and increased churn, which raises operational costs and shrinks revenue margins.

smiling customer using the AI-led Cyara platform to test customer experience

The #1 AI-led CX productivity, growth, and assurance engine

Cyara is the customer experience safety net behind the scenes testing and monitoring your contact center, chatbot, or AI assistant so you can fix issues before your customers even notice something’s off.

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